criteriacorp

Enterprise Customer Success Manager

West Hollywood, California, United States

Sponsorship not specified$50k-$70kDetected 20 days ago

SalesforceCRMAccount ManagementForecastingProcurementCustomer SuccessLeadershipCommunication

About the role

In this role, you will serve as a trusted advisor to C-suite executives and senior stakeholders, driving measurable business outcomes and ensuring long-term partnership success.

Own the end-to-end customer relationship for a portfolio of 50-70 enterprise accounts
Develop and execute account success plans aligned with each customer's business objectives and hiring outcomes
Build and maintain relationships across customer organizations, from day-to-day users to HR and TA leadership
Own gross revenue retention (GRR) and influence net revenue retention (NRR) for your portfolio
Partner with Client Account Executives to identify and surface expansion opportunities
Lead renewal strategy and execution, engaging early to flag risk and support on-time renewals
Support business cases for additional product investment when expansion opportunities are identified
Route support, implementation, and product inquiries to the right internal resource; keep the customer informed throughout
Collaborate with Account Management on account strategy for shared accounts
Develop and execute risk mitigation plans with clear timelines and ownership

3+ years in Enterprise Customer Success, Account Management, Management Consulting, or Sales at a B2B SaaS or technology company
Proven track record of 95%+ gross retention and net expansion in enterprise segments
Experience navigating complex, matrixed organizations with extended sales and renewal cycles
Proficiency with CS platforms (ChurnZero), CRM (Salesforce), and BI tools
Familiarity with enterprise procurement, legal, and security review processes

Serve as the primary point of accountability for customer health, adoption, retention, and expansion
Maintain accurate renewal forecasting and account health documentation in ChurnZero and Salesforce

Partner with customers to define success criteria and measurable outcomes tied to their use of Criteria's platform
We are seeking an Enterprise Customer Success Manager to own and nurture relationships with our enterprise-sized customers.

This listing is sourced directly from criteriacorp's careers page and normalized into a canonical job model.